Configuration issue in cerb4

[david510]

Hi All,

Install of cerb4 went fine. I have three issues after the configuration of cerb4.

1.
Cannot find watcher mails options as in cerb2.x

2.
Cannot find Auto-refresh option.

3.
Ticket list can only be seen only in their respective groups. Eg, to see a ticket in group support, I need to explicitly go to the support queue. I cannot see all the tickets in each group I have access, in the area "My Conversations".

Please help me.

Regards,
David

[jstanden]

Hi David!

Watchers are being reimplemented as we speak. We wanted to clearly delineate notifications from watchers -- where watchers allow you to receive a copy of specific mail and reply to it from an external e-mail application, PDA/mobile, etc.

This is a rather quick feature and in my "Top 5" (along with Support Center, custom dashboards, translations and a simple performance report).
Workspaces don't currently auto-refresh. You can use a browser plugin to accomplish this if it's what you really want.

The better option on the notification-front is creating an RSS feed with your desired search options (groups, buckets) and using an application like FeedDemon to notify you when new tickets or replies come in.

Our documentation (http://wiki.cerberusdemo.com/index.php/Tips_%26_Tricks) also has an example of things like RSS->IM integration.

It would be simple to add auto-refresh to the application, but one of the major performance issues we found in 3.x was when idle users left their dashboards refreshing indefinitely and they never logged out. 1 minute refreshes from 5-20 users creates a lot of unnecessary search/sort/list work for the database.

By not implementing the feature, people end up finding a more efficient process to do the same thing. And, as I said, a browser plugin can accomplish the same thing (https://addons.mozilla.org/en-US/firefox/addon/115).
This is the purpose of "Custom Dashboards", which I mentioned above. After re-engineering 4.0 our goal was to get something usable in the community's hands immediately. There are still features like this, which are absolutely important, that continue to be implemented to make everyone's life a little better.Thanks for the feedback!